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Best Practices: Building Your Business with Customer Focused Solutions: Building Your Business with Arthur Andersen's Global Best Practices [Hardcover] (RARE BOOKS)

Best Practices: Building Your Business with Customer Focused Solutions: Building Your Business with Arthur Andersen's Global Best Practices [Hardcover] (RARE BOOKS)

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Rs. 499.00
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Book Summary

The core idea of Best Practices is that companies succeed when they build their entire system around the customer rather than internal processes. The book presents real case studies from world-class companies to show how they consistently outperform competitors.

It explains that customer-focused organizations do not treat service as a separate department. Instead, they integrate customer understanding into every business function—from designing products to delivering services. The book highlights how companies use data, benchmarking, and process analysis to improve decision-making and efficiency.

A major concept in the book is benchmarking best practices—learning from top-performing companies across different industries. For example, a logistics company might learn from retail or airline industries to improve speed, accuracy, and customer experience.

Another key idea is that business processes should be redesigned around customer value, not just cost reduction. Companies that adopt this approach are shown to improve both profitability and customer loyalty.

The book also emphasizes continuous improvement, encouraging businesses to constantly study, adapt, and refine their methods based on real-world performance data collected from global companies.

About the Author(s)

The book is written by a team associated with Arthur Andersen’s knowledge and consulting division, mainly:

  • Robert Hiebeler – A business consultant and key developer of Arthur Andersen’s Global Best Practices Knowledge Base. He played a major role in collecting and organizing global business process data from leading companies.
  • Thomas B. Kelly – A business writer and co-author who contributed to documenting and structuring the research findings into practical management frameworks.
  • Charles Ketteman – A contributor involved in business process analysis and consulting insights used in the book.

Together, they compiled insights from Arthur Andersen’s large-scale research project involving thousands of pages of documented corporate practices.

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